DoIT Common Service Management Framework
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The Common Service Management Framework is a set of tasks, templates, checklists, workflows, activity schedules and other tools for those creating, implementing and operating DoIT IT services.
This framework is for Service Coordinators/Leaders to use to lead their service teams in implementing, managing and decommissioning services consistently across DoIT. The framework is written for those who have service leadership and/or project management experience, and assumes a general understanding of the DoIT terms, processes and procedures.
Benefits
The Common Service Management Framework provides many benefits to service leadership, service team members, DoIT and campus users. These benefits include:
- Improved standardization, efficiency and reduced operational costs
- Clearer organizational expectations
- Better service and customer experience
- Better understanding of what services are needed and provided
- Improved collaboration within DoIT and across campus entities
How do I get started?
Identify lifecycle phase
Are you starting a new service, managing an existing service, or retiring a service? See the service lifecycle phases section for a description of each phase.
Review documentation
Documentation has been created for each service lifecycle phase. See the service lifecycle phases section for the relevant documentation for each phase.
Ask questions
Get in touch with the Working Advisory Group (WAG) for guidance or to share your thoughts. We’re here to help you navigate the process.
Service lifecycle phases
The Common Service Management Framework includes three phases, which follow the life of a service. During the life of a service, changes may happen to the service which are called lifecycle events.
Phase 1: Service initiation & implementation
This focuses on the needed steps to initiate a project to create a service, manage it through the lifecycle and operationalize it for campus.
Phase 2: Service operations & review and continuous improvement
Service operations manages activities to deliver robust, scalable, stable services. Service review and continuous Improvement provide upgrades.
Phase 3: Service decommission
Service decommission focuses on retiring an existing service, while ensuring minimal impact to the service customers and the campus.
Framework ownership & maintenance
To ensure consistency across DoIT, ownership of the Common Service Management Framework resides with the Deputy Chief Information Officer who will be supported by the Executive Advisory Group and the Working Advisory Group (WAG).
Executive Advisory Group
Made up of the Core Service Directors and the Enterprise Business Services Director. Responsibilities include:
- Socialization and support of the framework with their departmental staff, and across DoIT
- Make high level decisions based upon recommendations from the Working Advisory Group (WAG)
- Creation of the Working Advisory Group (WAG), that is a cross-department team that will be dedicated to the on-going maintenance of the framework. Appoint appropriate staff as members of this group.
- Ensure that service coordinators have been trained or have the appropriate background or mentorship, prior to being assigned this role.
- Providing feedback to the Working Advisory Group (WAG) on a regular basis
Working Advisory Group (WAG)
Made up of designated Service Coordinators from across the Division. Responsibilities include:
- Respond to feedback on the framework
- Recommend changes or updates to the Executive Advisory Group
- Escalate issues to the Executive Advisory Group
- Respond to questions about the framework
- Ensure that the framework information and documentation on the website is accurate and that all links are valid
- Provide orientation to the framework for new service coordinators
- Communication efforts regarding the framework
- Host lunch and learn sessions
- Provide regular updates and status reports to the Executive Advisory Group
The Working Advisory Group is responsible for the review and continuous improvement of the framework. The members will serve a two year term, with staggered start and end dates to ensure knowledge transfer.
Frequently asked questions
Overview questions
The goal of the CSMF is to provide a set of best practices for managing the lifecycle and operations of DoIT services in order to set common expectations for service providers and position DoIT to provide a consistent and continuously improving experience to its clients.
The Common Service Management Framework provides many benefits to service leadership, service team members, DoIT, and Campus users. These benefits include:
- Improved consistency, efficiency and reduced operational costs
- Clearer organizational expectations
- Better service and customer experience
- Better understanding of what services are needed and provided
- Improved collaboration within DoIT and across Campus entities
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Yes, explore the Common Service Management Framework glossary of terms.
For up to date information on the CSMF group and leadership, see the Meet the team section.
Engaging with the Common Service Management Framework (CSMF)
- While not everything in the CSMF is mandatory, we would expect that most services will be doing most of these tasks. For a service that is already operational, we expect that many of the tasks outlined in the CSMF are already completed or actively being worked on. The framework exists to help services evaluate their current state and identify areas for improvement.
- Not everything is required but everything should be considered. Inevitably, all tasks will not be appropriate for all services. The goal is to help service coordinators think through best practices and make informed decisions about your service. To determine the exact expectations for meeting the CSMF work with your service stakeholders (Manager, Associate Director, Director, etc.).
- Determine which phase of the framework the service is in to figure out where to focus.
- There are a number of places to engage and ask questions:
- Community of practice – the community of practice can answer questions about how other services are using or engaging with the framework.
- Working Advisory Group (WAG) – the WAG meets once a month. Submit questions or feedback on the framework via Common Service Management Framework feedback.
- Service stakeholders (Manager, AD, Director, etc.) – for service specific questions e.g. budget, staffing, contracts.
The list of tasks is not linear. The timing of each of these tasks depends on the service.
In general, no. Within the framework, we do provide templates and examples. Some processes the framework includes may have required templates like the project intake process.
The frequency of each task will vary from service to service. It is up to each service team to review the tasks and establish the frequency; some tasks may be reviewed annually, while for others it may be necessary to complete them quarterly.